سياسة الاسترداد

Refund & Return Policy

At Zosouq.com, your satisfaction is our priority. We are committed to providing a smooth, reliable, and transparent shopping experience. Our Return & Refund Policy is designed to ensure that every customer can shop with confidence.

1. Return Eligibility

We accept returns for eligible products within 14 days of receiving your order, subject to the following conditions:

  • Products must be unused, unopened where applicable, and in their original condition.

  • All original packaging, labels, tags, accessories, and documentation must be included.

  • Products must not show signs of damage, misuse, or alteration.

Non-returnable products include:

  • Opened or used cosmetics, skincare, perfumes, and personal care products for hygiene and safety reasons.

  • Undergarments and intimate apparel.

  • Customized or personalized products.

  • Perishable products.

  • Products specifically marked as non-returnable, where permitted by applicable law.

These exclusions do not affect your statutory rights regarding defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To initiate a return:

  1. Contact Zosouq Customer Support through www.zosouq.com within 14 days of receiving your order.

  2. Provide your order number, product name, and reason for the return.

  3. Include clear photographs if the product is damaged, defective, or incorrect.

  4. Our support team will review your request and provide instructions for pickup or return arrangements.

Please do not return products without receiving instructions from our customer support team.

3. Return Shipping Charges

Zosouq Error or Defective Products

If you receive a damaged, defective, or incorrect product, Zosouq will arrange the return at no additional shipping cost to you.

Customer Preference or Change of Mind

If you request a return due to a change of mind, incorrect selection, or personal preference, return delivery charges may apply, where permitted by applicable law.

Any applicable charges will be communicated before processing your return.

4. Refund Processing

Once we receive and inspect your returned product:

  • We will notify you of the approval or rejection of your refund.

  • Approved refunds will normally be processed within 5–10 business days.

  • Refunds will be issued to the original payment method whenever possible.

  • The time required for funds to appear in your account may vary depending on your bank or payment provider.

Refunds will be processed in accordance with applicable Kuwait consumer protection requirements.

5. Product Exchanges

We currently do not offer direct product exchanges for change-of-mind requests.

If you wish to purchase a different product, size, or variation, you may request a return for the original eligible item and place a new order.

For defective or incorrectly supplied products, our customer support team will assist with an appropriate replacement or refund.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 48 hours of delivery.

Provide your order number and clear photographs of the product and packaging.

Once verified, we will arrange an appropriate replacement or refund without additional delivery charges.

Reporting within 48 hours helps us resolve the issue quickly but does not limit any rights available under Kuwait consumer protection law.

7. Return and Refund Responsibility

All returns and refunds are coordinated through Zosouq.com Customer Support.

  • Customers should submit return requests directly through Zosouq.

  • Third-party sellers or delivery partners are not authorized to independently approve refunds on behalf of Zosouq unless expressly authorized.

  • Fraudulent return requests or deliberate misuse of the return process may result in appropriate account restrictions, subject to applicable law.

8. Order Cancellations

You may request cancellation of your order before it has been dispatched.

  • Before dispatch: Eligible orders may be cancelled without additional cancellation charges.

  • After dispatch: Cancellation may require the standard return process, and applicable return shipping charges may apply.

  • After delivery: Returns are subject to the eligibility requirements described in this policy.

To cancel an order, contact our customer support team as soon as possible.

9. Product Inspection and Partial Refunds

All returned products are subject to inspection.

Products must meet the return eligibility requirements, including original condition and complete packaging.

Where legally permitted, returns that show signs of use, missing accessories, or damage caused after delivery may be refused or subject to a reasonable deduction communicated to the customer.

This does not affect statutory remedies for defective or incorrectly supplied goods.

10. Late or Missing Refunds

If your approved refund has not appeared after 10 business days:

  1. Check your bank account or original payment method.

  2. Contact your bank or payment provider to confirm whether the refund is pending.

  3. If the refund remains missing, contact Zosouq Customer Support with your order number.

Our team will help investigate the refund status.

11. International Orders and Customs

For orders delivered outside Kuwait, additional customs duties, import taxes, and brokerage fees may apply.

Where applicable and permitted by law, customers may be responsible for return shipping costs and non-refundable customs charges.

International returns are subject to destination-country regulations and applicable consumer protection laws.

12. Cash on Delivery (COD) Refunds

For orders paid using Cash on Delivery:

  • Approved refunds will normally be issued through bank transfer or another mutually agreed refund method.

  • Refunds will normally be processed within 10 business days after approval.

  • Customers may be asked to provide accurate bank account information to complete the refund.

  • Store credit may be offered as an alternative with the customer's agreement.

13. Gift Orders and Store Credit

If a product was purchased as a gift, an eligible return may be refunded to the original purchaser or handled through store credit, depending on the payment method and applicable requirements.

Store credit will be issued only where agreed with the customer and permitted by law.

14. Contact Information

For questions about returns, refunds, cancellations, or damaged products, please contact:

Zosouq.com – Customer Support

Website: https://www.zosouq.com

Location: Kuwait

Our customer support team will assist you with your return or refund request.

Important Notice

Zosouq.com reserves the right to update this policy from time to time. Any changes will be published on our website.

Nothing in this policy limits or excludes customers' mandatory rights under applicable Kuwait consumer protection laws.